You may have seen on the BBC or in the wider media yesterday the results of the Football Supporters’ Federation’s Away Fans Feedback survey. The survey was conducted over the course of the 2013/14 season as part of the FSF’s Away Fans Matter campaign, and asked fans to rate their matchday experience travelling to grounds up and down the country.

We believe that by collecting data on fans’ experiences we will be able better to understand where clubs are performing well, and where there is room for improvement, and work to improve the supporter experience.

More than 5,300 fans completed the survey, which is the largest of its kind.

As well as providing an overall score for their visit, which has resulted in the league tables in the link above, we sought fans’ views on a wide range of factors – such as safety and security, transport to the ground, access at the turnstiles, the concourse layout, food and drink and the view of the pitch.

Attached is a more detailed breakdown of how your club rated on six key areas, compared with other clubs in your division. We have sent this information to your club’s Supporter Liaison Officer, and are passing on these club-related breakdowns to all FSF affiliates and associates. We hope that you will find it useful in any discussions you have with your club.

If you would like to discuss the results in more detail, or have any questions about the survey, feel free to get in touch.

Regards,

Garreth Cummins

New Media Manager

The Football Supporters’ Federation

The FSF Away Fans Feedback Survey 2013/14

Method – The FSF Away Fans Feedback Survey asked visiting fans to rate a range of factors across the whole of their matchday experience, both outside and inside the ground. We have included a snapshot of some key categories below, but can provide a fuller breakdown of your club’s results if you wish.

All fans were asked to rate the various factors on the following scale: 5 (Excellent), 4 (Good), 3 (Adequate), 2 (Poor) and 1 (Very Poor). An average has been taken of these responses to arrive at the results below.

Sample Size – The survey was completed by 86 fans from 18 different fixtures at St James’s Park throughout the 2013/14 season, from a total of 1807 Premier League fans.

Results

Safety and Security

Newcastle United ranked 7th of the 20 Premier League clubs with a score of 3.97.

The average for the Premier League was 3.75.

Time taken to enter the stadium

Newcastle United ranked 13th of the 20 Premier League clubs with a score of 3.53.

The average for the Premier League was 3.72.

Price of refreshments

Newcastle United ranked 12th of the 20 Premier League clubs with a score of 2.63.

The average for the Premier League was 2.65.

Choice of refreshments

Newcastle United ranked 7th of the 20 Premier League clubs with a score of 3.14.

The average for the Premier League was 3.05.

Quality/comfort of the away sector

Newcastle United ranked 7th of the 20 Premier League clubs with a score of 3.61.

The average for the Premier League was 3.37.

Behaviour of stewards/club staff

Newcastle United ranked 3rd of the 20 Premier League clubs with a score of 3.81.

The average for the Premier League was 3.51.

Visiting supporters were also asked to rate their visit, all things considered, on a scale of 0-10. These results have been averaged to provide the overall league table below.

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